Workforce Management (CXone)

Shrinkage by Time in Forecasting
 
You can select the time of the day you want to apply shrinkage. This allows you to set different levels within the same day.
 
This feature is available in the staffing parameters in the Generate Forecast and Forecasting Profile pages.
Customer Request X UI Change ✓ Future Enablement X
Net Staffing Improved Accuracy
 
Net staffing has improved accuracy by considering the multiskilled agent's contribution. Net staffing shows agents' partial allocation instead of only the full-time equivalent.
 
For example, you scheduled an agent who has two skills. When net staffing displays data for one of those skills, it shows 0.5 for that agent instead of 1.
 
In addition, net staffing gathers more specific data from forecasting.
 
This gives you more accurate data in WFM, such as in the Schedule Manager, Intraday, and Approval Rules pages.
Customer Request X UI Change X Future Enablement X
Approve Requests Automatically Based on Requirements
 
You can minimize understaffing that comes with approving time-off requests.
 
When creating an approval rule, you now have an additional condition called Net Staffing. In this condition, you are able to define net staffing requirements. The rule can handle requests based on those staffing requirements.
 
This feature is only available with the WFM Advanced license.
Customer Request X UI Change ✓ Future Enablement X
Consistent Breaks and Lunches
 
You can now define a consistent time for the agents' breaks and lunches during the week.
Customer Request X UI Change ✓ Future Enablement X
Approval Rules Enhancements
 
Auto-approval rules automatically accept or deny agents' time-off requests. When creating the rules, you define conditions that trigger an automated response.
 
With this release, the scheduling unit time-off balance condition is optional.
 
With this enhancement, you have:
  • More flexibility when you define the rules.
  • The option to create a rule that can auto approve requests based on the submission time.
Customer Request X UI Change ✓ Future Enablement X

Release Adjustments

These features are adjustments to those previously announced.

Changed Features

Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

Contact Center Attendant

Audit Logging Capabilities
 
This feature was only for changes made in the Contact Center Attendant application. It now includes changes made on the Attendant tabs found in the business unit and user records as well.

Personal Connection

Call Abandonment Rate Calculation Change
 
This update was described as an additional option for abandon rate calculation. It will instead replace the old method completely.

Real-Time Interaction Guidance

Support for International English Added
 
It was previously announced that you would be able to choose the language that Real-Time Interaction Guidance used. Instead, Real-Time Interaction Guidance defaults to either American English or International English based on the location of Contact Center.

Features to be Released at a Later Date

Each item includes a description of the feature as it was previously published on the Coming Soon page.

Global Changes

Session Timeout Warning
 
You will now receive a timeout warning after 20 minutes of inactivity in the Contact Center platform. You can choose to stay logged in or to log out.

Channels

DFO Email Enhancements
  • Include attachments—Any attachments in an email will be included if the email is forwarded.
Apple Business Chat Enhancements
 
Apple Business Chat enhancements will include:
  • Quick Replies—You will be able to define up to five choices for an agent to choose from as a quick reply in a chat.
  • Apple Pay Confirmation—The agent will receive a confirmation of payment immediately after the contact sends it.

Interaction Analytics

Support for Additional Channels
  • WeChat

Performance Management

Real-Time Alerts on Current Metrics
 
System alerts on current metrics will be immediate. This will allow for any needed adjustments to be made more quickly.
XP Level Setup
 
You will be able to set up XP and Levels for Gamification within the Command Center. This will allow you to access all current Gamification settings in one place.
Profile Template to Roles
 
You will be able to set up profile settings in Roles. This will allow you to save time by having all the settings in one place.

Personal Connection

Restrict Caller ID Choices to Verified Entries
 
You will be able to restrict the caller ID values for the Override Caller ID setting so that only numbers from the verified caller ID table are available. This will ensure that your outbound calls are assigned to a verified caller ID value, which receives full attestation using the SHAKEN protocol. To restrict the available values, you will need to contact your Account Representative.
Updates to PlaceCall Studio Action
 
The PlaceCall action will include Laydown functionality for automated handling of answering machine messages. This will improve answering machine detection (AMD) and accurate recording and delivery of messages.
New Studio Action: OnPreview
 
OnPreview will provide a trigger event for the scripted handling of Preview contacts with full Studio support.
Email Confirmation on API Calling List Uploads
 
If you use an API to upload a calling list, you will be able to receive an optional email confirmation when the upload is complete. For manual uploads, the email confirmation will remain mandatory.

Contact Center Recording

Interaction View
 
In the Interactions app, all segments of an interaction will be grouped together. You'll be able to view and play back the entire interaction as a journey.
 
You'll also be able to:
  • View the total time duration.
  • Share or delete the entire interaction. All the associated media will also be deleted.
Media File Status for Interactions
 
New indicators on the media type icons in the search results will display if the media is available for playback, archived, or deleted.
Player Enhancements
 
The Contact Center Recording player will have:
  • The focus feature. While playing back the recording, the focus indicator on the player will display the sections when the agent was focused on a specific interaction. This will help the evaluator review the specific sections of the recording.
  • A new option to skip the IVR portion while playing back a recording.

Voice

Prevent Access to Restricted CLI Numbers
 
Contact information will not be visible to agents for contacts with restricted (anonymous) CLI numbers.
Click-to-Call
 
The new click-to-call widget will allow you to add a click-to-call button to your website. This button will allow a contact to be placed into an inbound call queue straight from their browser. Benefits of this include:
  • The contact will stay within the web browser while an agent is being connected.
  • Contacts will experience a shorter handling time in being routed to an agent.
  • Web metadata will be available to the agent automatically.

WFM

User Interface Enhancements in Real Time Adherence
 
As part of the user interface enhancements, you will have:
  • Advanced filtering.
  • Improved display and user experience.
  • Quick navigation to the schedule manager by clicking an agent's name.
  • Personalized column display by sorting them manually.
  • Option to pin agents and find them easily.

Features Added to this Release

To see the following features in detail, select the product in the filter on the right.

ACD

New method for calculating the call abandonment rate.

Feedback Management

Restyled SSO login page.
 
Option to use drop-down lists for single-select questions.

Reporting and Dashboards

Real Time Interaction Guidance BI report.